Pupuk Kaltim is strongly committed to fostering a Customer Focus culture, rooted in our core value: "Our team consistently strives to deliver the best service and is committed to customer satisfaction through dedication and attentive care."

We actively listen, interact, and observe to understand customer needs, gathering valuable information to continuously improve our products and services. Our primary goal is to ensure the satisfaction of all customers and product users, so they continue to choose and trust Pupuk Kaltim's products. In this way, we work to maintain consistent and sustainable business growth.

In our communications, Pupuk Kaltim provides a responsive and professional contact center service, ensuring all customer inquiries and needs are met effectively. As part of our service innovation, we classify customers based on their sales achievements over a certain period, allowing them to enjoy exclusive loyalty program benefits on their birthdays. Furthermore, we organize thematic promotion programs, such as the "Gebyar NPK Pelangi Program," to strengthen relationships with our customers.

📊 Customer Satisfaction Survey

Pupuk Kaltim highly values customer experience and satisfaction. Therefore, we conduct regular surveys to measure customer satisfaction and loyalty levels as part of our ongoing effort to evolve in line with market expectations and maintain our competitive position.

In 2024, this survey was conducted across 72 cities and regencies spread over 18 provinces throughout Indonesia. The achievement score was 90.04 out of 100, which falls into the "Highly Satisfied" category. This result demonstrates that our products and services are successfully meeting and even exceeding customer expectations.